The Brick
reviews and complaints

My fridge suddenly smelt like burning rubber so I unplugged it and called King and State right away on August 3 2021..a Repair man came to my home on August 6 2021 to repair..he said it needed all kinds if parts and I would be with no fridge for a few days until parts are delivered..fast forward to August 19 2021 when the repair man came back with the parts...he then found another issue and said he has to order even more parts...here iam stuck at home with 2 toddlers no working fridge...and I've spent well over $400 on take out alone this month...what kind of Service is this and to make it worse can't even get ahold of anyone to help me ...this is ridiculous.

Almost three weeks ago a technician from king and state came to tell me my bottom element had exploded. Aparently the parts are on backorder and could take another 2-4 weeks.

So how do you expect people to cook when the oven is broken?

Call them 20 minutes on hold transferred to attendant and rings and rings no one picks up.

Asked for manager to call someone named Alesia calls is very rude and talks over you. I told her I was going to complain to the Brick she said you can do whatever you want.

I would never buy an extended warranty again from the Brick.

So we purchased a top of the line fridge with an extended warranty . First we got the run around from the Bruck. We cannot find your file etc. Total bs. Finally given the wrong email address to get it fixed. My wife is tech savvy enough to figure out the real email. Finally after 3 days sent someone to repair it. It spews water so it is rotting our floor. He said because the pipe in the back must be clogged. He tried to pull it out and broke the wheel. He couldn't get to the pipe and explained have your husband pull it out. There is a panel you will remove. This clown did nothing. Husband came home removed said panel snd it was an electrical circuit no pipe. Now the lights don't work, bottom freezer defrosted Rotted all our food and my floor is rotting because it is still pissing water. We need a new fridge and it better be honored. Better business bureau us next. Don't buy from the Brick.

I have purchased a bed set from the Brick windsor ontario. The bed was missing support for the thin wood pieces that provide support to the bed. The bed eventually broke and when i called brick they said i do not have the warranty so they can not fo anything. I took pictures of the screw in the middle of the wood that is a sufficient evidence to show that nothing was installed for the support that was. Huge fault on your end and have resulted in injury to my husband back. You have the poor customer service which forces people to buy warranty and purposely missed items on installation so that we can give you more money. I want brick to take care of this peace of crap bed that broke the side wood due to missing support pieces or else I will take legal action and go to small court for my claim. I can send you pictures of the wood that should hVe been provided support pillars and was never even installed at first place

I have been having a problem with customer service at your st catherines store. i have had 5 different dealings with that store in less than a year. the latest is I had a replacement mattress delivered last Wednesday july 4 2021. I did not receive any paperwork at all from the store, I have emailed once and called twice, once to the store manager, no response. this is the third defective mattress in less than 12mos, and need paperwork for this mattress for warranty reasons.
There is a problem with the customer service at the st catherines store and Stanley smith, they wont admit it but there is. I have sent 2 letters to the brick head office, so you know that this is real, something has to be done:
Respectfully Stanley Smith [protected]

I bought a coffee table in October 2020. The delivery was constantly delayed - from February 2021 to March, then to April, and now to sometime in August, possibly. We went to the Brick store a month ago to cancel the order. We were told I will be reimbursed via the credit card used. As of two weeks ago, I received no reimbursement. I went back to the store to inquire about my reimbursement. I was told that my account was not active. After a long wait, I was told that the matter is referred to the accounts department, which will reimburse me via my credit card. It has been another two weeks without any reimbursement. So, I cannot trust that theBrick will deliver their product as promised and that I will get my money back if I cancel my order. It looks like I have to pay a lawyer to get my reimbursement. What a disappointment!

I bought a mattress last Aug 2020, it's been over a month that I noticed that the mattress seems to be widening.
So today I called the brick location in Vaughan where I purchased it. After a conversation with the customer service representative, half an hour she called me back saying that I have a warranty and email the complaints department.

#071914GZAH

Hello. On July 20, 2021 I bought a sofa as is, with one tear on it. During delivery, one more tear was made and the store offered a refund of $400.

The area around the sofa was not properly lit so I was not able to see all the defects in the store and I found another defects once the sofa was delivered .

A specialist who examined the tear told me that it was not genuine leather, contrary to what was indicated by the sales consultant and in the receipt (this case can be recognized as fraud in court).

After minimal use (3 days!) the seats are full of wrinkles which do not disappear. Abilio (Richmond Hill store) tried to convince me that it was normal wear. A leather specialist I have consulted informed me that this was not the case. Please return my money.

In August 2018, we bought 4 new Samsung appliances worth about $5600 from the Brick in Peterborough. We also bought the extended 3 year warranties for each. We've had to use the warranty on the fridge 3 times already, but that's another story. This tale is about the double oven Samsung range. The door on this oven will not close completely. It stays open about 1/4 inch, letting all kinds of heat escape when using it. We've had the Bricks warranty company (King and State) to our home 4 times now in the last 5 months installing new parts to try and fix this, but the door is still not closing properly They want to come to my house a 5th time and install yet more parts to try and fix it, but they said the parts are on order and could take another month to come in and there's no guarantee that will fix the problem. I've talked to the Brick store manager about this and she has basically washed her hands of it. She says it's all on the warranty company now.
My wife and I are in our 60's and with all the lock-downs, we've been pretty much house bound for the last 1 1/2 years and have had to cook for ourselves quite a bit. But it's pretty hard to cook in an oven that fills the house full of excess heat and sometimes doesn't always cook food thoroughly enough to eat.
Since the Brick sold me this warranty you would think that they would have some responsibility towards making this right. I would even meet the Brick part way price wise on a replacement stove (NOT SAMSUNG) But as I said, the Brick manager has said it's all on the warranty company now.

Fake delivery date!

I made the mistake of ordering from them because they had the earliest delivery date; huge mistake! On the delivery date, I still had no news of my products and had to go through the trouble of getting a hold of customer support. They let me know that they ran out of it! What is the point of buying something if they don't hold it for you and sell them until they're out and make you wait for yours?!

They told me it'll be delayed by 2 weeks; it has been 3 weeks now and I still have not received any update on this.

Avoid at all costs! Going with them will cost you dearly!

I purchased 3 appliances in October 2020. My stove was delivered & was defective & had to be replaced.
I am STILL waiting for my fridge & dishwasher & have been told MANY dates. I was called today by a rude manager named Craig who now says November. I have gone into the store numerous times- no one is helpful & very dishonest about the dates of when my appliances will come in. It has almost been a year. I want someone to follow up properly

DATE OF INCIDENT:23RD JULY 2021
CLIENT NUMBER: GRENA517Z7
Here following the email sent on 25th July 2021 to review@thebrick.com
Hi,
My name is Alessandra Grendene, the author of the review on Google Maps.

In reference to that me and my friend we felt very uncomfortable and we dealt with a female sales associate who, not only didn't put any effort in finding a solution based on the requirements we provided to her, but also she made us feeling unwelcome. She also told us that the mattresses on sale under $500 were for kids only. We couldn't even try them. If that was the case it would have been mentioned in your website.

Me and my friend we went there to replace a Twin Mattress with a Queen. Four months ago me and my fiancee we spent around $3000 for a Queen Mattress Memory Foam and we called the store recently to get info about the replacement policy and another very rude female sales associate treated us very unwelcome.

Now based on the terrible experiences mentioned above I firmly ask you to take the Twin Mattress back (at your cost) and give me store credit for my future purchase.

I am expecting the resolution and the response earliest.

Alessandra Grendene

DESIRABLE RESOLUTION OF MY COMPLAINT: REFUND OF $609 (TWIN MATTRESS PRICE)

after many attempts to communicate with local store manager, I have to write email to the Brick corporate customer service department. the below email was one of the email I sent to them in June.
________________-
Hi， Nazli， thank you for your email.

After many phone calls and emails to Komal and the West Vancouver Park Royal Store since May 11, I finally got to spoke with the supervisor Harsim Kaur last Friday and I am total angry and mad with it!Is that the customer service you are promised? Since my first attempt for claim my warranty back to April!

Secondly although the supervisor I spoke with on last Friday offered some credit to me but I will not accept! This is not something that your store promised when I purchasing my 5 years warranty!

If I did receive a very considerate and warm service since April, no chasing for 2 more months to get a response, I might will consider the credit!

But you put customer to a very difficult situation and I probably tried to communicate with 3 stores with tons of emails, phone calls to apply a very reasonable claim for the promised warranty service but I never get a response, until I emailed you they turn back to me quickly, They have been ignore the customer for almost 2 and half month!

That's why currently, I am not going to accept what they try to offer but I am seeking speak directly with your higher management team who over look the whole Vancouver market!

________-

But till now, the issue still not yet solved and the staff name is "Nazil"